Tonya Sanders
Indianapolis,IN
Summary
Dynamic Customer Care Representative with proven expertise at Marriott, adept at enhancing customer satisfaction through effective problem resolution and relationship building. Skilled in CRM software and active listening, I consistently deliver tailored solutions, ensuring a superior experience for clients while managing high call volumes with professionalism and efficiency.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Marriott
02.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Customer Service Supervisor
Pay Chex
03.2019 - 03.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Sales Associate
T-Mobile
02.2019 - 05.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Supervisor
Kroger
03.2016 - 03.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
High School Diploma - Core 40
West Side Academy
Gary, IN05.2010
Skills
- Call center experience
- Data entry
- Inbound customer service
- Customer service
- Relationship building
- Time management
Timeline
Customer Care Representative
Marriott
02.2022 - Current
Customer Service Supervisor
Pay Chex
03.2019 - 03.2022
Sales Associate
T-Mobile
02.2019 - 05.2021
Supervisor
Kroger
03.2016 - 03.2020
High School Diploma - Core 40
West Side Academy
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